Introduction to PALS

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Introduction to PALS

• The Piedmont Automated Library System and How We
  Do Library Work

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Introduction

• Marty Hill
• Executive Director, NC-PALS
• Phone [phone]
• Cell [phone]
• FAX [phone]
• Home [phone]
• mhill_at_pals.nc-pals.org
• mhill_at_guilford.edu

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Basic Topics

• Overview of how PALS works.
• Logging into the different systems
• Troubleshooting

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PALS Overview

• Organizational Structure

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PALS Overview

• Organizational Structure
• Glossary

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PALS Overview

• Organizational Structure
• Glossary
• n-tier Client/Server and how this relates to PALS

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PALS Overview

• Organizational Structure
• Glossary
• n-tier Client/Server and how this relates to PALS
• Network Layout

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Logging Into PALS

• Web2 http//libraries.nc-pals.org
• PAC telnet//pals.nc-pals.org
• Username elon
• Help Desk telnet//pals.nc-pals.org
• Username help_desk
• Password cr4921toy

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Troubleshooting

• All Libraries Follow the Same Basic Procedure

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Basic Library Procedure

• 1. If a member of PALS has a problem with
  either Web2 or Telnet Access to Classic not
  working follow the procedure listed below. If
  you have any other problem or need to ask a
  question contact the NC-PALS office directly at
  336-316-2998 or the PALS Director at
  336-317-2998.
• 2. Please check to see if you can get to any
  other web site (www.oclc.org, or www.loc.gov,
  www.nc-pals.org, etc.).If you cannot reach any
  other sites call your local campus Help Desk or
  networking administrator. If you can reach these
  sites but PALS is still not accessible call the
  Elon Help Desk at 336-278-5200.

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Basic Library Procedure

• 3. The helpdesk will create a work order. If
  the Help Desk is closed, leave a message for a
  minor problem and if a major problem have the
  call forwarded to the person on call. The Help
  Desk phone system will guide you through these
  choices.
• 4. The helpdesk will call PALS Contact on his
  cell phone. If the helpdesk has to leave a
  message, contact should return the call to the
  helpdesk to establish contact, accept the problem
  ownership and give an update.

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Basic Library Procedure

• 5. The helpdesk will wait ten (10) minutes for
  PALS Contact to call back. After ten minutes the
  helpdesk will call either (1) Elon System
  Administration, (2) Elon Systems Specialist, or
  (3) Assistant Director, Information Systems and
  Technologies for Networking. This will start
  diagnostics.
• 6. PALS Contact shall coordinate services with
  Elon Staff.

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Basic Library Procedure

• If PALS Contact encounters a problem needing
  Elons assistance, he should get in touch
  directly with the appropriate person. If needed
  Sirsi/DRA will be called by one of the authorized
  contacts. These currently are Marty Hill, Tony
  Rose, Jerry Williams, and Eccles Wall.
• PALS Contact shall contact the helpdesk when the
  situation has been resolved to advise of the
  completion.

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Basic Library Procedure

• Helpdesk will contact the person who originated
  the work order and any other institutional
  representative that has called.
• Helpdesk closes the work order.
• A monthly report of the work orders is to be sent
  to PALS Executive Director.

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Troubleshooting

• All Libraries Follow the Same
• Basic Steps for the Help Desk

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Help Desk Helps!

• Ask the caller if the problem is with access to
  Classic or Web2?
• Access Web2. Produce a Search
• Access PAC. Produce a Search
• Access Classic. Open Circle. Look up your
  name. F10. Exit.
• Provide information from your search to PALS
  contact.

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Help Desk Helps!

• If the problem appears to be with the network
  ping the border router for the system that has
  lost access. (List Provided Later)
• Then try to ping the Web2 box and the Classic
  box.
• Provide information from your pings to PALS
  contact.

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Questions and Comments